Randy Kuehl Honda

Randy Kuehl Honda responded

Good Afternoon, Thank you for your response, we apologize you had to take extra steps when you arrived home after paying for a service. RKH service is better than that and we hope that we can prove that to you in a future visit. It will be addressed with the service staff. Currently car washes are on again off again, dependent on the weather. We would be happy to wash our vehicle when weather permits! And finally thank you for your feedback on the shuttle drivers, we cannot always be out with them. Again thank you for your feedback and we hope to see you in the future for your service needs! Randy Kuehl Honda Service Staff

Randy Kuehl Honda responded

John, Unfortunately the issue with your Pilot is just as equally frustrating for us as this issue has a sometimes lengthy process for an ultimate resolve per the manufactures diagnostic assessment. As you and I have spoken about this issue, we must first diagnose the customer issue through Honda's electrical diagnostic which include possible shut down reasons coded in the audio system. These codes stored in the audio system can sometimes be phantom codes for components that do not have a defect or failure. Upon replacement of said non-failed components and continual audio system shut down codes, final resolve that the manufacture provides us, the dealer, is to replace the entire floor and/or dash board wire harnesses. This as you know is what we finally received authorization for, from the manufacture and completed the floor wire harness replacement. This part was on back order for quite some time through the manufacture, which is the extent of the last time your Pilot was in the shop. I hope the loaner car the sales department provided you helped to make it more convenient for you during the time this part was on back order through the manufacture. John, thank you for your patience during this unfortunate time and we hope you can continue to not only keep your faith in Honda's but also keep your faith in Randy Kuehl Honda. Thank you for your understanding, The Randy Kuehl Honda Team

akwhit responded

First of all, this is not Jon. This is his wife. So no, I am not aware of all the details of the excuses you gave my husband. I am only aware of the fact that we spent good money on a newer vehicle that should have worked fine. Instead, we have had nothing but problems. I have purchased many, much older vehicles and have never had problems to this extent in any of them throughout the entire time I have owned them. You claim that this fix can be a lengthy process. Well, how do I know that the problem is now actually fixed? Or will I have more problems in the future, maybe even when it is no longer under warranty? You have not given us any reason to trust you, especially when my husband had driven only 2 blocks after having the car in the shop to find that it was still having the same issues, after asking the mechanics if they had test-driven it to make sure it was working. As for the loaner car, there were actually several loaner cars we had to get used to because you made us swap out cars every couple weeks at our great inconvenience. All because you didn’t want to get too many miles on the cars. When we tried to explain that it was difficult to take time off of work to swap cars, you said that you did not even need to give us a car in the first place. That was terrible customer service.